FAQs

Last updated: 2026-08-06

Answers to the questions we are asked most. If yours is not here, email support@kecela.com or use our contact form and we will come back to you within 24 hours on business days.

What does Kecela sell?

We stock everyday pieces for the home across six areas: Living Room, Kitchen & Dining, Bed & Bath, Lighting, Storage & Organization, Garden & Outdoor. The selection leans practical - things that solve a small daily problem or make a room work a little better, rather than novelty items.

How much is shipping?

Free on every order, no minimum spend. We do not add handling charges or surcharges. The price you see at checkout is the price you pay.

How long will my order take to arrive?

Expect 8-14 business days in total. That breaks down into 1-3 business days of processing before dispatch and 7-11 business days in transit. Full detail is in our Shipping Policy.

Do you ship internationally?

Not at the moment. We ship to the United States, all 50 states and the District of Columbia only.

How do I track my order?

You will receive an email with a tracking number as soon as your order is dispatched. Enter it on our tracking page. Tracking usually goes live within 1-3 business days of dispatch.

My tracking has not updated. What should I do?

Carrier scans can pause for a few days without anything being wrong. If there has been no update for 7 business days, email us with your order number and we will open an enquiry.

What if my order never arrives?

If your parcel has not arrived 20 business days after dispatch we treat it as lost. We will send a replacement or refund you in full, whichever you prefer. You pay nothing either way.

Can I return something?

Yes. You have 30 days from delivery to return an item, provided it is unused and in its original packaging with tags and accessories included. Email us to start a return and we will send you an authorisation before you ship anything back.

Who pays for return shipping?

Return postage is paid by the customer, unless the item arrived damaged, faulty or incorrect. In those cases we cover it.

How long do refunds take?

We inspect returns on arrival and email you the outcome. Approved refunds are issued within 5-7 business days of that inspection. Your bank may take a further 5-10 business days to post the money to your account.

Do you offer exchanges?

No. If you want a different item, return the original for a refund and place a new order - it is usually faster than an exchange would be.

My item arrived damaged.

Email us within 48 hours of delivery with your order number and photographs of the item and its packaging. We cover return postage on damaged goods and will replace or refund it.

Which payment methods do you accept?

Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay, PayPal. Card details are entered directly into our payment processor's systems and are never stored on our servers.

Is sales tax included in the price shown?

Sales tax is calculated at checkout, not included in the displayed price. Where it applies it is shown as a separate line in your cart before you confirm payment.

Can I change or cancel my order?

You can cancel within 2 hours of ordering by emailing us with your order number. After that the order may already be in processing, so please follow the return process once it arrives.

How is my personal information handled?

We collect only what we need to fulfil your order and answer your questions, and we do not sell or rent it to anyone. Our Privacy Policy sets out the detail.

How do I get in touch?

Email support@kecela.com or use our contact form. We are open Monday to Friday, 9:00 AM - 5:00 PM (ET). Closed Saturday and Sunday. Messages received are answered the next business day. We reply within 24 hours on business days.